About this role
Job title: Bilingual Call Center Supervisor (English & Spanish)
About the Role Lead and develop a high-performing bilingual call center team across retention, sales, and cancellation functions for Family Insurance Sales in Los Angeles. This hands-on leadership role combines coaching with personal production during the growth phase and aims to build one of the industry’s top-performing insurance contact centers.
What You'll Do
- Lead, coach, train, and mentor call center representatives through daily coaching and performance feedback.
- Set clear expectations while building a culture of accountability, professionalism, and continuous improvement.
- Monitor call quality, customer experience, and compliance standards.
- Track key performance indicators including call volume, talk time, appointments, customer retention, reinstatements, and overall productivity.
- Conduct one-on-one coaching sessions and team training.
- Help recruit, onboard, and develop new team members.
- Work alongside your team while leading by example.
What We're Looking For
- Minimum of 2 years of call center experience.
- Previous supervisory or management experience in a call center environment is strongly preferred.
- Minimum of 1 year of sales experience.
- Bilingual in English and Spanish is required.
- Strong leadership, coaching, and mentoring abilities.
- Excellent communication and interpersonal skills.
- Positive attitude with high energy and professionalism.
- Strong emotional intelligence and the ability to build trust with both customers and employees.
- Excellent listening, problem solving, and conflict resolution skills.
- Persuasive communicator with the ability to motivate others.
- Self-motivated, organized, and results driven.
Nice to Have
- Insurance experience is helpful but not required.
- Access to FIG University, our proprietary leadership and professional development platform.
Compensation & Benefits
- Competitive hourly pay of $19.00 to $25.00, based on experience.
- Performance-based bonus opportunities.
- Full training provided.
- Opportunity to grow into higher level management positions as our company expands.
- Supportive leadership team committed to your success.